Order Cancellation / Modification
If you need to cancel or modify your order, card message, or delivery address, please notify us at least 5 days before the scheduled delivery date by 12:00 PM.
(Example: For an order scheduled for delivery on June 8, the latest notification must be made by June 3, 12:00 PM.)
If the request is made after the deadline or if the required materials have already been purchased, we regret that due to the perishable nature and customization of our products, cancellations, refunds, or modifications will not be possible.
Return & Exchange Policy
We carefully inspect all products before shipping. However, if you receive an item that is damaged, severely deteriorated, or incorrect, please contact us within 24 hours of delivery via LINE (@923nrobo) or call (02-2552-8739) and provide photos of the item upon arrival.
Non-Returnable Situations
Apart from issues related to product quality or errors caused by our company, we do not accept returns for reasons related to customer mistakes, third-party errors, government regulations, or other external factors.
a. Customer-Related Factors
Including but not limited to:
- Realizing after purchase that the product is no longer needed.
- Ordering as a gift, but the recipient does not like it.
- Providing incorrect contact details (phone number, email, or delivery address), resulting in failed communication or misdelivery.
- Improper storage or care leading to deterioration, mold, discoloration, or breakage of floral materials.
- Fresh flowers and plants are perishable products. Minor imperfections such as slight bruising or scratches may occur during production, handling, and delivery. These are considered normal and do not qualify for returns or exchanges.
b. Third-Party Errors
Including but not limited to:
- Damage or loss caused by the logistics company or delivery personnel.
- Delays due to weather conditions or unforeseen circumstances (e.g., Black Cat TA-Q-BIN may occasionally experience 2-3 days of delay).
- If delays occur due to third-party logistics, we do not accept returns or replacements.
c. Other Reasons
Including but not limited to:
- The recipient is unavailable or refuses to accept the delivery.
- The recipient is not present at the specified time or location.
- Discount codes were not applied at checkout.
- Price adjustments due to material cost fluctuations.
- Due to supply variations, if specific floral materials are unavailable, we will substitute them with similar materials to maintain the original design aesthetic. Substitutions will be made without prior notice.
- If you require 100% identical floral arrangements, please reconsider before placing an order. As flowers are natural products, seasonal and supply fluctuations may occur, making exact replication impossible. Refunds will not be provided in such cases.
Return Process
All returned products must be in their original packaging, intact and free from any stains or damage. Otherwise, returns and exchanges will not be accepted. Upon receiving the returned item, we will inspect it to determine eligibility for a refund.
Return Shipping Costs
Customers are responsible for return shipping costs. We are not liable for lost returns, so we recommend using a trackable shipping method.
Refund Amount & Processing Time
Once we receive and inspect the returned item, a full refund will be issued, excluding original shipping fees and transaction charges.
Refund processing typically takes 7-12 business days to complete.